SuperOps.ai lets you capture various types of information as part of ticket properties. You can create custom fields to suit your business needs.
There are two aspects to ticket fields:
Default ticket fields
Custom ticket fields
The different default fields available
SuperOps.ai has five default ticket fields that provide important context about the issue to technicians, and are crucial for running your service desk efficiently.
Ticket status - Indicates the stages of a ticket lifecycle
Impact, Urgency, and Priority - Helps you prioritize based on impact and urgency
Category and Sub-category - Helps you categorize tickets into various types
Cause and Sub-cause - Captures the cause of the issue
Resolution code - Captures conclusions on resolutions provided for the issue
You can customize the values in all the above fields under Admin > Ticketing settings.
Adding custom ticket fields
In addition to default ticket fields, you can define custom ticket fields to capture unique information. This helps when you want to collect info about particular types of issues.
To create custom fields,
Navigate to Settings > Advanced customization > Custom fields. Click Create. Choose which type of custom field you'd like to create from the options available and start customizing them.
2. Give your custom field a name and choose the required field. For example, dropdown, text, or checkbox.
3. Customize the field with titles and option names and click save to create the custom fields.
You can also reorder the values by dragging and dropping them.